How to Explain the Pickup Process When the User is Confused

🎯 Objective:

To help customers clearly understand how the pickup works, including who comes, what happens during pickup, and when they’ll receive payment — so that trust is built and confusion is removed.

🧑‍💻 Standard Talk Track

✅ Step 1: Set the Context Clearly

“Let me walk you through how the pickup works — it’s very simple and fully doorstep based.”

✅ Step 2: Step-by-Step Explanation

1. Vendor Assigned:

After your order is placed, we assign a verified vendor in your area. You’ll get a message with their details.

2. Doorstep Visit:

The vendor will call and visit you at your location. You don’t need to go anywhere.

3. Device Inspection:

They’ll quickly inspect the device condition (screen, body, working condition, etc.).

4. ID Verification:

We require 1 ID proof like Aadhar, PAN, or Driving License — this is mandatory for safe transactions.

5. Instant Payment:

Once everything matches, the vendor pays you immediately via UPI or bank transfer.

✅ Step 3: Reassure User About Safety & Support

“Our vendors are trained and background-verified. If there’s any issue, our support team is always here to help.”

✅ Optional Add-ons (Based on User Type)

Confusion	Add this
“How long will it take?”	“Entire process usually takes 10–15 minutes at your doorstep.”
“What if the vendor doesn’t come?”	“If there’s any delay, we’ll reassign and ensure it’s picked up the same or next day.”
“Do I need to do anything after booking?”	“Nope — just keep the device and ID ready. We’ll handle the rest.”

🧠 Best Practices

Keep tone calm and confident — user is likely overwhelmed or skeptical
Avoid jargon like “lead assigned” — say “vendor will call you”
Emphasize doorstep, safety, and instant payment